1. Introduction

This Privacy, Payment and Refund Policy ("Policy") describes how UPANDRUNNING Medical Center LLC, trading as UPANDRUNNING ("UAR", "we", "us" or "our"), collects, protects and uses personally identifiable information ("Personal Information") provided by users ("you" or "your") through our website www.upandrunningdubai.com ("Website") and associated services. This Policy also sets out our payment, billing, cancellation and refund procedures in compliance with the requirements of our payment processing partners and UAE consumer protection regulations. By using our website or services, you agree to the terms of this Policy. This Policy does not apply to third-party websites linked from our website.

2. Information We Collect

Personal Information

We collect personal information you provide directly when booking appointments, completing online forms or contacting us. This may include:

• Full name, date of birth and contact details
• Email address and telephone number
• Postal address and Emirates ID or passport details where required
• Health and medical information provided in connection with clinical services
• Payment and billing information processed through our secure payment partners
• Communications sent via WhatsApp, email or our website contact forms

Non-Personal Information

When you visit our website our servers may automatically record non-identifying information including IP address, browser type and version, pages visited, time spent on pages and referring website. This data is used solely for statistical and security purposes.

3. Health and Clinical Data

As a licensed medical center we collect and process sensitive health and clinical data as part of delivering healthcare services. This includes medical history, clinical assessment findings, treatment records and related correspondence.

Clinical data is processed on the legal basis of providing healthcare services under UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL) and relevant Dubai Health Authority (DHA) regulations. Health data is stored securely within our clinical management systems and is accessible only to authorised clinical and administrative staff directly involved in your care.

We retain clinical records for the minimum period required by UAE healthcare regulations. Upon expiry of the retention period, records are securely deleted.

4. Payment and Card Data

All credit and debit card details and personally identifiable payment information will NOT be stored, sold, shared, rented or leased to any third parties.

www.upandrunningdubai.com will not pass any debit or credit card details to third parties.

Payments are processed through authorised and PCI-DSS compliant third-party payment processors. These processors operate under their own privacy and security policies. We recommend you review the relevant payment processor's privacy policy before completing a transaction.

Card data entered during payment is encrypted and processed directly by our payment gateway. UPANDRUNNING does not have access to your full card number at any point during or after a transaction.

5. Payment Confirmation

Once payment has been made, a payment confirmation will be sent to you by email within 24 hours of receipt of payment. Please ensure your email address is entered correctly at the time of booking to ensure receipt of your confirmation.

If you have not received a payment confirmation within 24 hours, please contact us at info@upandrunningdubai.com or call 04 518 5400.

6. Pricing and Service Descriptions

All service prices are displayed in UAE Dirhams (AED) and are inclusive of VAT where applicable. Prices are clearly stated on our website and will be confirmed to you at the point of booking.

Service descriptions are provided on our website at www.upandrunningdubai.com and include the scope of each service, duration and any relevant clinical requirements. We reserve the right to amend pricing and service descriptions at any time. Any changes will be clearly communicated and will not affect confirmed bookings.

Package pricing and promotional offers are subject to specific terms and conditions which will be clearly communicated at the time of purchase.

7. Cancellation Policy

We understand that circumstances change. Our cancellation policy is as follows:

• Appointments cancelled more than 24 hours in advance — no charge applied
• Appointments cancelled within 24 hours of the scheduled appointment time — a cancellation fee may apply
• Appointments not attended without prior notice (no-show) — a cancellation fee may be charged

To cancel or reschedule an appointment please contact us by WhatsApp on 04 343 9391 or by email at info@upandrunningdubai.com at least 24 hours before your scheduled appointment time.

For package bookings, individual sessions within a package may be rescheduled subject to availability. Package cancellations are subject to the refund policy set out in Section 8 below.

8. Refund Policy

We are committed to delivering high quality clinical care. If you have concerns about the service you have received, please contact our team in the first instance so we can address these directly.

Eligibility for Refund

• Refunds will be considered where a service has not been delivered as described or where a duplicate payment has been made
• Refund requests must be submitted within 7 days of the appointment or transaction date
• Requests should be directed to info@upandrunningdubai.com with your name, contact details, appointment date and reason for the request

Non-Refundable Items

• Completed clinical consultations and treatment sessions are non-refundable once the service has been delivered
• Cancellations made within 24 hours of a scheduled appointment may not be eligible for a full refund
• Promotional packages and discounted services are non-refundable unless the service has not been delivered

Refund Processing

Refunds will be made only through the original mode of payment and will be processed within 10 to 45 days depending on the issuing bank of the credit or debit card. We will confirm receipt of your refund request by email within 2 working days and will keep you informed of the progress of your request. Please note: Refund timelines are subject to the policies of your card issuing bank and are outside of our control once the refund has been initiated from our side.

9. How We Use Your Information

We use the information we collect to:

• Provide, manage and improve our clinical services
• Process bookings, payments and appointment confirmations
• Send appointment reminders, follow-up communications and clinical correspondence
• Comply with our legal and regulatory obligations under UAE law and DHA requirements
• Respond to enquiries submitted via our website, email or WhatsApp
• Improve our website and service offering through aggregated, non-identifying analytics
• Send marketing communications where you have given consent to receive these

10. Legal Basis for Processing

We process your personal information on the following legal bases under UAE Federal Decree-Law No. 45 of 2021 (PDPL):

• Consent — where you have provided explicit consent for a specific purpose
• Contractual necessity — where processing is required to fulfil a booking or service agreement
• Legal obligation — where processing is required to comply with UAE law or DHA regulations
• Legitimate interests — where processing is necessary for our legitimate business interests, provided these are not overridden by your rights

11. WhatsApp and Digital Communications

We use WhatsApp as a primary communication channel for appointment bookings, confirmations, reminders and general enquiries. By contacting us via WhatsApp you consent to us communicating with you through this channel.

WhatsApp communications are subject to WhatsApp's own privacy policy. We do not share the content of your WhatsApp communications with third parties except where required by law or for the purpose of delivering your clinical care.

We may use third-party CRM and email platforms including Zoho to manage patient communications and email correspondence. These platforms process data on our behalf and are bound by appropriate data processing agreements.

12. Data Sharing and Third Parties

We do not sell, rent or lease your personal information to third parties. We may share your information in the following limited circumstances:

• With clinical staff and specialists involved directly in your care
• With authorised third-party payment processors for the purpose of processing transactions
• With our technology and communications platforms (including Zoho) under appropriate data processing agreements
• With regulatory authorities, law enforcement or legal advisors where required by law
• With your insurer or employer where you have provided explicit consent for direct billing arrangements

13. Data Security

We take the security of your personal information seriously. We maintain appropriate technical and organisational measures to protect your data against unauthorised access, disclosure, alteration or destruction. Clinical records are stored within secure, access-controlled systems. Payment data is processed exclusively through PCI-DSS compliant payment gateways. Staff with access to personal data are bound by confidentiality obligations. No method of transmission over the internet is entirely secure. While we strive to protect your information, we cannot guarantee absolute security of data transmitted to or from our website.

14. Data Breach

In the event of a data breach that is likely to result in risk to your rights and freedoms, we will notify the relevant UAE authorities and affected individuals in accordance with our obligations under the UAE PDPL. Notification will be made as soon as reasonably practicable and will include details of the nature of the breach and the steps being taken to address it.

15. Your Rights

Under the UAE Personal Data Protection Law you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or incomplete information
• Request deletion of your personal information subject to our legal and regulatory retention obligations
• Withdraw consent where processing is based on consent
• Object to processing of your information for direct marketing purposes
• Request restriction of processing in certain circumstances
• Lodge a complaint with the UAE data protection authority

To exercise any of these rights please contact us at info@upandrunningdubai.com. We will respond to all requests within one month.

16. Privacy of Children

We do not knowingly collect personal information from children under the age of 18 without verifiable parental or guardian consent. Where clinical services are provided to minors, consent and personal information is collected from a parent or legal guardian. If you believe a child has submitted personal information without appropriate consent please contact us immediately.

17. Cookies

Our website uses cookies to personalise your experience and gather analytical data. Cookies are small text files stored on your device by your browser. We use cookies to understand how visitors use our website and to improve its performance. You may configure your browser to decline cookies. Please note that declining certain cookies may affect the functionality of our website. By continuing to use our website you consent to our use of cookies as described in this Policy.

18. Links to Third Party Websites

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those websites. We encourage you to review the privacy policy of any third-party site you visit.

19. Newsletters and Marketing Communications

We may send you marketing communications including newsletters, service updates and promotional offers where you have given your consent. You may withdraw consent and unsubscribe at any time by clicking the unsubscribe link in any marketing email or by contacting us at info@upandrunningdubai.com. Withdrawing marketing consent does not affect your receipt of essential transactional communications such as appointment confirmations and clinical correspondence.

20. Changes to This Policy

We reserve the right to update this Policy at any time. The updated version will be posted on our website with a revised date. We encourage you to review this Policy periodically. Continued use of our website or services following any update constitutes your acceptance of the revised Policy.

21. Contacting Us

If you have any questions, concerns or requests relating to this Policy or the way we handle your personal information, please contact us: